Customer Experience Agent | Bristol | Permanent
Salary: £27,253
Hours: Monday to Friday, either 8 am to 5 pm or 9 am to 6 pm
Benefits and perks:
* An impressive holiday allowance that increases with your years of service
* Additional day off for your birthday
* Death in Service allowance
* Enhanced Maternity and Paternity leave to spend crucial moments with your family
* Complimentary day of annual leave for family milestones
* Access to a health and wellness program
* Enjoy discounts with ‘Medicash Perks at Work’
* Ride to work scheme for fitness and savings
* Interest-free season ticket loans after one year of service
CitySprint aims to be the UK’s leading courier services provider, focusing on innovation and customer satisfaction through investment in our people and services.
This role requires hard work and commitment to our values and vision.
This is where YOU come in!
We have a fantastic opportunity for a Customer Experience Agent to manage day-to-day operations of key and complex contracts, ensuring tasks meet SLAs, and providing exceptional customer service by resolving queries promptly. Collaboration across teams and building strong relationships with clients and suppliers are essential.
Main responsibilities:
* Handle all incoming customer calls/emails/cases efficiently and courteously, making bookings and advising clients on options using multiple platforms.
* Communicate delays proactively, using tracking sheets to keep clients informed.
* Use Salesforce to document interactions and support root cause analysis.
* Produce clear reports as required by clients.
* Monitor SLA performance to meet targets.
* Handle queries and complaints across contact channels, aiming for first contact resolution.
* Ensure CRM notes are complete with all touch points and resolution reasons.
* Collaborate effectively with couriers, service centre colleagues, clients, and suppliers.
Key skills required:
* Strong verbal & written communication skills with excellent attention to detail.
* Proficiency in MS Office.
* Objective troubleshooting and solution-oriented approach.
* Ability to work in a fast-paced environment.
* Strong problem-solving skills and attention to detail.
* Effective time management and ability to meet deadlines.
If you believe you're a good fit, we look forward to receiving your CV and hearing why you're the best candidate for this role.
We do not require agency assistance for this vacancy – thank you.
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